Game playing games with pensioners hard earned money

My parents purchased a fridge from Game Westwood Mall in January 2017,the fridge is no longer cooling, I contacted Game to let them know that the fridge is still under warranty please can you send out a technician . Four months later the problem still not resolved. Lots of emails were sent by Game and myself. They wanted a receipt, I told them mum and dad is 75yrs old they cant find the receipt, but I do have proof of payment and serial numbers to assist in resolving the matter. To date the matter is still not resolved. The warranty expires in a few days time, their response was they cant help because they cant find record of my purchase because of their system. For me personally this is an excuse . My parents are pensioners and cannot afford to replace the fridge. I personally feel they delaying the process so they don't have to replace the fridge. Please help I feel this is not fair.